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  • Balanced Scorecard and Individual Scorecard

    Chanchai Dee-Uam

    T-SIS Co.,Ltd.

  • SECTION 1 : Introduction

  • Why do we have strategy ? :

  • What is strategy ? : ? B.B. Liddell Hart George Steiner Henry Mintzberg Kenneth Andrews Michael Porter Kepner-Tregoe Michel Robert Treacy and Wiersema

    Means/Policies () Pattern () Position () Perspective ()

  • Perspective ()

    Perspective ()

    Position ()

    Means/Policies()

    Pattern ( )

    What is strategy ? :

  • : How to communication ?

    ( KPI / Measure )

  • (Target Setting )

    ... Where do we want to go ? How to get there ? ...

    ...

    16 2546

  • What is Balanced Scorecard ? : Balanced Scorecard ?

    (Balanced) (Communication) (Alignment) (Synergy) (Intangible Asset)

  • Balanced Scorecard 1990

    Robert Kaplan David Norton

    1. (Financial)

    2. (Customer)

    3. (Internal Process)

    4. (Learning and Growth)

  • Balanced Scorecard

    /

  • The Balanced Scorecard and The Big Picture

    Activity Based Costing Economic Value Added Forecasting Benchmarking Market Research Best Practices Six Sigma Statistical Process Control Reengineering ISO 9000 Total Quality Management Empowerment Learning Organization Self-Directed Work Teams Change Management Project Management Risk Management

    Vision Strategic ManagementBalancedScorecard

  • 3

    4

    2

    5

    6

    1

    7 BSC andIndividual Scorecard

    Balanced Scorecard Individual Scorecard

    (Monitor &Evaluation)

    (Strategic Execution)

    (Balanced Scorecard)

    (Strategy Communication & Deployment)

    (Motivation &

    Leadership Creation)

    (Strategy Formulation)

    (Feedback Analysis)

    PA

    DC

  • (Strategy Formulation)

    (Planning) (Corporate Strategy)

  • Corporate Strategy + Scorecard

    Business Strategy + Scorecard

    Business Strategy + Scorecard

    Business Strategy + Scorecard

    Business Strategy + Scorecard

    Individual Strategy + Scorecard

  • (Strategy Translation)

    Organization Target :

    SWOT / Analytical Stakeholder & Customer Business/ Industry Policy

    Vision :

    Initiative (Project/ Activity/ Event)

    (Strategy Translation)

  • Vision :

    (Position)

    Where do we want to go ?

    SWOT

    Outcome

  • / (Strategy Formulation)

    Vision

    Strategic Issue

    Goal

    KPI/ Target / /

    Strategy

    Initiative

  • Balanced Scorecard Mission and Vision Statements

    Microsofts Annual Report

    VisionA computer on every desk and in every home.

    MissionIn our pursuit of that vision, we have grown, changed, adapted, and reinvented ourselves--to meet the challenges of our competition, to take advantage of innovation, and to deliver on the dreams and demands of our customers. We continue to be committed to outstanding products, solid operations, and long-term shareholder value.

  • Balanced Scorecard Mission and Vision Statements

    AT&Ts Annual Report

    VisionWe are dedicated to being the world's best at bringing people together --giving them easy access to each other and to the information and services they want and need -- anytime, anywhere.

    MissionWe believe in respect for individuals, dedication to helping customers, highest standards of integrity, innovation, and teamwork. By living these values, AT&T aspires to set a standard of excellence worldwide that will reward our shareowners, our customers, and all AT&T people.

  • A Balanced Scorecard Illustration

    Customer Perspective Pricing Index Tier II Customers Customer Ranking Survey Customer Satisfaction Index Market Share (Tier I, Key accounts)

    Internal Business Perspective Hours with Customers on New Work Rework Safety Incidence Index Warranty Cost Reduction

    Innovation and Learning Perspective % Revenue from New Services Staff Attitude Survey # of Employee Suggestions Revenue per employee

    Financial Perspective Return-on-Capital Economic Value Added Profit Forecast Reliability Sales Backlog

    Source:Kaplan and Norton

  • (Strategy Formulation)

    Vision Strategic Issue Goal KPI/ Target Strategy Initiative

    Goal

  • (Tool of Strategy Formulation)

    Vision CSFCSF Critical Success Factor

  • / (Strategy Formulation)

    Vision : Project

    Strategy

    KPI

    Goal

    Strategic Issue

  • SMS

    Strategy -

    Vision Strategic Issue

    Goal

    KPI

    (Strategy Formulation)

    Owner -

    Supporter -

    2. (Balanced Scorecard)

  • Balanced Scorecard

    4 Balanced Scorecard

    Finance Perspective Customer Perspective Internal Process Perspective Learning and Growth Perspective

  • Balanced Scorecard

    Objective Measures Target Initiatives Objective Measures Target Initiatives

    Objective Measures Target Initiatives

    Objective Measures Target Initiatives

    CustomerPerspective

    InternalProcess

    Perspective

    FinancialPerspective

    LearningandGrowthPerspective

    Vision andStrategy

  • FCIL

    VISION

    Public SectorBusiness Sector

  • ()

    CFIL

    VISION

    Non-Profit Organization

  • CIL

    VISION

    CILF

    VISION

    LFCI

    VISION

  • Balanced Scorecard Table

    Strategic Initiatives

    TargetMeasuresObjectives

  • VISION :

  • VISION :

    100%

    10 %

    Initiative TargetMeasure Objective

    Finance

  • VISION :

    90%

    30 %

    Initiative TargetMeasure Objective

    Customer

  • VISION :

    50 %

    80%

    Initiative TargetMeasure Objective

    Internal Process

  • VISION :

    Initiative TargetMeasure Objective

    Learning and Growth

  • SMS

    Scorecard

    Objective - Measure -

    Target -

    Initiative

    Budget -

    Tactic -

    Project Management -

    Strategy -

    Vision Strategic Issue

    Goal

    KPI Finance -

    Internal Process -

    Customer -

    Learning & Growth -

    Full Balanced Scorecard

  • 3. (Strategy Communication

    & Deployment)

  • SMS

    Scorecard

    Objective - Measure -

    Target -

    Initiative

    Budget -

    Tactic -

    Project Management -

    Strategy -

    Vision Strategic Issue

    Goal

    KPI Communication :

    Deployment :

    Organization Scorecard

    Business Scorecard

    Individual Scorecard

    Strategy Map

  • SMS

    Scorecard

    Objective - Measure -

    Target -

    Initiative

    Budget -

    Tactic -

    Project Management -

    Strategy -

    Vision Strategic Issue

    Goal

    KPI

    Strategy Map

    Strategy Map

  • Financial

    Customer

    Internal Process

    Learning & growth

    Strategy MapStrategy Map

  • Wendys Alternative to the Strategy Map

    MISSIONTo deliver superior quality

    products and services for ourcustomers and communities

    through leadership,innovation, and

    partnerships

    CORE VALUES

    VISION

    THEMES

    Maximize

    Community

    Leadership

    Integrity

    involvement

    Continuousimprovement

    Commitmentto shareholders

    Quality

    Customersatisfaction

    Peoplefocus

    Operationalexcellence

    Technology

    CorporateprocessChange

    Evolvingbusinesses

    Understandingthe consumer

    Supply chainmanagement

    People

    Financialplanning

    andreporting

    Innovationof corebusiness

    Mergersand

    acquisitions

    Shareholder valueTo

    bethe

    qualityleader in every

    thingwe

    do

  • Finance:

    Customer:

    Internal Process:

    /

    Learning & Growth:

    PMQA & BSC

  • Deployment Strategy

    Organization Strategy

    Business Strategy

    Individual/ Personal Strategy

    Strategic Cascade

    KPI/Measure ( Owner/ Supporter)

    Policy - Target

    KPI/Measure ( Owner/ Supporter)

    Role

    KPI/ Measure

  • Strategy TranslationOrganization Target Activity

    Vision Strategic Issue Goal Strategy

    Strategy

    Strategy

    Goal Strategy

    Strategic Issue

    Measure

    MeasureKPI

    Target

    Weight

    Owner Supporter

    Target

    Owner Supporter

    Organization

    Business

  • Strategy TranslationOrganization Target Activity

    Business Target

    Vision Strategic Issue Goal Strategy

    Strategy

    Strategy

    Goal Strategy

    Strategic Issue

    Measure

    MeasureKPI

    Target

    Weight

    Owner Supporter

    Target

    Owner Supporter

    Organization

    Business

  • Strategy TranslationBusiness Target Activity

    Vision Strategic Issue Goal Strategy

    Strategy

    Strategy

    Goal Strategy

    Strategic Issue

    Measure

    MeasureKPI

    Target

    Weight

    Owner Supporter

    Target

    Owner Supporter

    Business

    Personal

  • Strategy TranslationBusiness Target Activity

    Vision Strategic Issue Goal Strategy

    Strategy

    Strategy

    Goal Strategy

    Strategic Issue

    Measure

    MeasureKPI

    Target

    Weight

    Owner Supporter